Complaints

DIGICOM TELECOM

Digicom telecom is an independent company that deliveries communication services to domestic and business customers .While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you .So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly .
We make every effort to ensure that our customers are happy with the level of service, and the products as service they receive from us. However, despite our best efforts, things can go wrong. We take customers complaints very seriously and aim to resolve them quickly and efficiently.
If you have a complaint about any part of our service, please contact our customer service team using one of the following

When you make your complaint by email or in writing, we will acknowledge receipt, how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.
We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaint within 10 working days but, depending on the nature of the complaint, this is not always possible. However , if you are not happy with progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to their manager, and ultimately to the Managing Director . If we cannot resolve the problem, we will write to you say so.
If it has been more than 8 weeks from the date you first contacted us to complain or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from.
The communication and internet services Adjudication Scheme (CISAS):24 Angel Gate, City Road, London, EC1V 2PT TEL: 0845 1308 170 or 0207 520 3827 Email: info@cisas.org.uk website: www.cisas.org.uk
(CISAS/The Ombudsman Services) is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom –approved ADR services sort out

disputes between communication providers and their consumer and business customer .Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.
Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to ADR (i.e. that we issue a deadlock letter). However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active steps to do so.